Customer Support Representative (English + German or French)

Job description

### Get to know us Ideals is a global B2B SaaS product company recognized as [the most highly rated and customer-centric brand](https://www.g2.com/categories/virtual-data-room?tab=highest_rated) in the secure business collaboration market. Trusted by over 2,000,000 users from 300,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours. [**Ideals Virtual Data Room (VDR)**](https://www.idealsvdr.com/)**:** Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions. [**Ideals Board**](https://idealsboard.com/)**:** Board and leadership collaboration platform for faster, safer, and more compliant decision-making. ### The role The **Customer Support Representative** role is now open to join our multinational team. This role offers a clear path for professional development, with opportunities to advance to a Senior Customer Support position or explore other roles within the Support Team or related departments. In this key role, you will directly impact delivering the best-in-class customer experience across the globe, covering multichannel requests. You will contribute to our rapid growth and a top-rated product on G2 for 5 years straight, known for intuitive use and exceptional service. You will work closely with Customer Support, Quality Assurance, Knowledge Management, and Product and collaborate with other cross-functional teams under the guidance of the Customer Support Lead. **Schedule**: - **Full-time remote** (from any city in Ukraine) - **Monday to Friday:** 10:00 AM - 6:30 PM (flexible start between 8:00 AM - 9:00 AM is also available) - **No evening or night shifts** - **1 regular weekend shift** (Saturday or Sunday) with **2 consecutive days off** guaranteed every week ### What you will do - Provide exceptional customer support via chats & emails (90%) and calls (10%) - Maintain a customer satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions - Proactively stay informed about product updates and process changes - Ensure strict confidentiality of client information following the company’s security policy - Collaborate with Engineering and Product teams to escalate and resolve complex customer issues - Support internal teams (Accounting, Customer Success, etc.) by completing assigned tasks ### What you bring - 2+ years of proven experience in a remote Customer Support role - Advanced in English (C1) with exceptional verbal and written communication skills - Upper-Intermediate French or German (B2) - Strong analytical and problem-solving skills, with a meticulous attention to detail - Demonstrated ability to take ownership of tasks and work independently - Strong customer-centric mindset ### Nice to have - Experience of providing customer support to B2B clients - Experience in collaboration with international teams ### Our assessment process - Screening call with the Talent Acquisition Specialist (30 mins) - Test Task - Competency-based interview with the Talent Acquisition Specialist (60 mins) - Interview with the Hiring Manager (30 mins) ### What we offer We highly value our people, so we will empower you with all the resources and support to help you reach your full potential. ### For your best work - Remote-first flexibility to shape your ideal workday - Home workplace budget - Resilient home budget for Ukraine-based teammates - Resilient office in Kyiv & co-working expense coverage - Individual IT budget for extra equipment - Top-tier tech and AI-powered tools ### For your growth - Access to Ideals Academy with numerous courses - Investment in external learning and development activities - Guidance in Personal Development Plan creation - Professional literature and subscriptions coverage - Support of your passion as a speaker or writer - Internal talent mobility opportunities ### For your well-being - Medical insurance and Wellness Package for sports activities - Full coverage of mental health sessions for Ukrainian teammates - Funding for sports competitions - 20 business days of paid time off per year - Unlimited health-related time-off ### Extra perks - Budget for meetups with your local team - Generous internal referral program ### Our culture Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities. [Discover more](https://ideals.jobs/our-culture/). **Ideals is an equal opportunity employer** Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.